BPESA

Renowned for its excellent sales services capabilities,KwaZulu-Natal has the vision of being a prosperous Province with a healthy, secure and skilled population, living in dignity and harmony, acting as a gateway to Africa and the World by 2035.

Macro Economic Overview

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Major Cities and Population Areas

  • Durban-Ethekwini 3,856,877
  • Ululndi-Zululand 932 329
  • Post Shepstone-Ugu 785,792
  • Pietermaritzburg-Msunduzi 708 496
  • Newcastle 405,404
  • Richards Bay 252,868

Population Demographics

  • Provincial population: 11,074,783
  • Current male population: 5,287,732
  • Current female population: 5,787,051
  • Youth population aged 18 - 35: 3,535,645
  • Percentage of youth population: 31%
  • Business language: English

Economic Indicators

  • Provincial GDP in Rand: R692,222 Billion
  • Provincial GDP in US$: $48.4 Billion
  • SA GDP Contribution: 16%
  • GDP Per Capita: R66,254 ($4,633)
  • Economic Growth: 1.2% in 2018

 

Top GBS Services

KZN GBS Services

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BPO and Contact Centre Capabilities

Front Office BPO Capabilities

  • Sales & Conversion Services
  • Lead Generation & Management
  • Retentions, Cross-selling & Upselling
  • Customer Churn & Winback
  • Inbound/Outbound Voice Services
  • Loyalty & Affinity
  • Debt Recovery

 

Next-Gen Digital Contact Centre Expertise

  • Instant Messaging
  • Social Media
  • Web Chat
  • Omnichannel Communications

Business Process Services

Specialist Niche Domain Capabilities

  • Finance & Accounting (F&A)
  • IT Outsourcing (ITO)
  • Logistics & Supply Chain Management
  • Legal Services
  • Knowledge Process Outsourcing (KPO)
  • Back Office Processing
  • Data Analytics
  • Robotic Process Automation Capabilities
  • Artificial Intelligence (AI) Expertise

 

Vertical Industries

Specialist Services

  • Banking & Financial Services
  • Healthcare & Medical
  • Insurance
  • Retail & eCommerce
  • Technology
  • Telecoms
  • Travel and Tourism
  • Utilities & Energy

 

 

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People and Skills

KZN People and Skills

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Current Youth Population: 3,535,645

Skills and Training Initiatives

  • Agent-to-Agent Coaching
  • Data Analytics Training
  • Digital Skills Training
  • Blended Learning
  • Classroom Based Learning
  • Contact Centre Training
  • Compliance Training
  • CX Training
  • eLearning
  • Leadership Coaching
  • On-the-job Training
  • Technical Training
  • Workplace Readiness

KZN Domestic Services
GBS Headcount: 13,574

KZN International
GBS Headcount: 12,046

 

Channels and Technology

KZN Channels and Technology

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Automation and Technology

  • Artificial Intelligence (AI)
  • Biometrics
  • Business-process-as-a-Service (BpaaS)
  • Campaign Management
  • Cloud Technology
  • Contact-centre-as-a-Service (CcaaS)

 

  • Data Protection Applications
  • Employee Collaboration Tools
  • Gamification
  • Internet of Things (IoT)
  • Machine Learning
  • Marketing Automation

 

  • Mobile Applications
  • Quality Assurance Tools
  • Robotic Process Automation (RPA)
  • Social Engagement Tools
  • Unified Communications
  • Workforce Optimisation

 

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Customer Service Channels

  • Agent/Voice
  • Chat Bots
  • Email
  • Fax
  • Instant Messaging

 

  • IVR
  • Mobile
  • Omnichannel
  • Outbound Campaign Diallers
  • Post

 

  • Predictive Routing
  • Social Media
  • SMS
  • Website
  • Web Chat

Value Proposition

pdf iconKZN GBS Value Proposition Framework

pdf iconKZN GBS Market Quantification Report

pdf iconKZN Tier 2 and 3 Towns and Cities GBS Economy Survey and Strategy


Disclaimer:
The Content in this report and value proposition is still in draft format and may be changed without notice. As we conduct further stakeholder consultations, we may make alterations or deletions to the Content at any time.

kzn gbs framework

 

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